{"id":107911,"date":"2026-08-14T09:46:51","date_gmt":"2026-08-14T09:46:51","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/service-centre-unit-lead-l2\/"},"modified":"2026-08-14T09:46:51","modified_gmt":"2026-08-14T09:46:51","slug":"service-centre-unit-lead-l2","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/nairobi\/service-centre-unit-lead-l2\/","title":{"rendered":"Service Centre Unit Lead (L2)"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Service Centre Unit Lead (L2)\", \"description\": \"About the role\\nThis is an internal opportunity open exclusively to current Apeiro L2 National Service Desk Agents. The Service Centre Unit Lead is a senior operational role that builds on the Agent position \u2014 you will continue to handle incidents and service requests while additionally taking on responsibility for coordinating your shift unit, driving quality standards, and providing leadership support to your team.\\nWhat you'll do\\nReceive, analyze, and resolve incidents escalated from the Level 1 Call Centre 147.\\nConduct root cause analysis for functional and operational issues affecting TaifaCare platforms.\\nResolve configuration, access, workflow, and data-level issues without requiring technical escalation.\\nCoordinate escalation to Level 3 technical teams when system-level intervention is required.\\nValidate resolution effectiveness with county teams and end users before closing tickets.\\nMaintain detailed documentation of troubleshooting steps, resolution actions, and incident outcomes.\\nProcess access provisioning, role configuration requests, and approved system-level changes.\\nMaintain a comprehensive audit trail for all service requests and ensure timely fulfilment within defined SLAs.\\nMaintain effective communication with Level 1 Call Centre agents and county support teams on escalated cases\\nProvide regular status updates to users and stakeholders on open incidents and service requests.\\nCoordinate daily activities and ticket workflows within the assigned unit or shift team.\\nConduct shift briefings and handover meetings to ensure continuity of service.\\nMonitor team workload distribution and assist with ticket balancing across the support unit.\\nProvide guidance and support to team members handling complex incidents.\\nMonitor ticket quality, resolution accuracy, and documentation standards across the unit.\\nConduct quality checks on resolved tickets to ensure compliance with SOPs and SLA requirements.\\nTrack unit SLA compliance across all priority levels P1\u2013P4 and report on performance indicators, including First Contact Resolution FCR, Mean Time to Resolution MTTR, and escalation rates.\\nTake the lead on P1 critical and high-impact P2 incidents by coordinating multi-team response and validating resolutions before closure.\\nParticipate in post-incident reviews and lessons-learned sessions for major incidents.\\nServe as the primary liaison between the support unit and the Service Delivery Manager, providing shift status updates and performance reports.\\nReview knowledge base articles developed by team members and support the development and maintenance of Standard Operating Procedures SOPs.\\nChampion continuous improvement of support processes and facilitate knowledge sharing within the support unit.\\nParticipate in the on-call rotation for after-hours P1 incident support.\\nEnsure team adherence to information security, data protection, and confidentiality policies.\\nWhat we're looking for\\nMinimum of 2\u20133 years of experience in IT service desk, application support, technical support, or healthcare technology support environments.\\nAt least 1 year of hands-on experience providing Level 2 support, handling escalated incidents, troubleshooting functional and operational issues, and coordinating with Level 1 and Level 3 teams.\\nExperience working in an SLA-driven service desk environment with exposure to incident management, ticket prioritization, escalation, and resolution tracking.\\nDemonstrated experience supporting enterprise applications, healthcare information systems, or digital health platforms.\\nExperience conducting root cause analysis, resolving complex incidents, and maintaining detailed troubleshooting and resolution documentation.\\nExperience handling P1\/P2 incidents and coordinating multi-team responses is an advantage.\\nDemonstrated consistent performance against agreed Key Performance Indicators KPIs during the period of service.\\nBachelor\u2019s degree in Information Technology, Computer Science, Health Informatics, or a related field.\\nHands-on working knowledge of Apeiro platforms, including Provider Portal, SHA ERP, eClaims, and related systems.\\nFamiliarity with HMIS systems L5\/L6, Practice 360, and Konvergenz ecosystem workflows.\\nUnderstanding of the TaifaCare support hierarchy L0\u2013L4 and established escalation pathways.\\nProficiency in the CRM and ticketing systems used within the National Service Desk.\\nStrong root cause analysis and structured troubleshooting skills.\\nDemonstrated ability to guide, mentor, and support peers within a team environment.\\nStrong written and verbal communication skills, with the ability to engage effectively with both technical and non-technical audiences.\\nProven reliability in SLA-driven environments, with a high level of personal accountability and ownership.\\nAbility to remain calm, decisive, and effective under pressure, particularly when managing P1 and P2 incidents.\\nStrong commitment to accurate documentation, knowledge sharing, and continuous improvement.\", \"datePosted\": \"2026-08-13\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"Apeiro Kenya\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nairobi\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-08-27T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> Apeiro Kenya<\/p>\n<p><strong>Location:<\/strong> Nairobi<\/p>\n<p><strong>Job Type:<\/strong> Full Time<\/p>\n<p><strong>Apply Before:<\/strong> 2026-08-27<\/p>\n<h3>Job Description<\/h3>\n<p>About the role<br \/>This is an internal opportunity open exclusively to current Apeiro L2 National Service Desk Agents. The Service Centre Unit Lead is a senior operational role that builds on the Agent position \u2014 you will continue to handle incidents and service requests while additionally taking on responsibility for coordinating your shift unit, driving quality standards, and providing leadership support to your team.<br \/>What you&#8217;ll do<br \/>Receive, analyze, and resolve incidents escalated from the Level 1 Call Centre 147.<br \/>Conduct root cause analysis for functional and operational issues affecting TaifaCare platforms.<br \/>Resolve configuration, access, workflow, and data-level issues without requiring technical escalation.<br \/>Coordinate escalation to Level 3 technical teams when system-level intervention is required.<br \/>Validate resolution effectiveness with county teams and end users before closing tickets.<br \/>Maintain detailed documentation of troubleshooting steps, resolution actions, and incident outcomes.<br \/>Process access provisioning, role configuration requests, and approved system-level changes.<br \/>Maintain a comprehensive audit trail for all service requests and ensure timely fulfilment within defined SLAs.<br \/>Maintain effective communication with Level 1 Call Centre agents and county support teams on escalated cases<br \/>Provide regular status updates to users and stakeholders on open incidents and service requests.<br \/>Coordinate daily activities and ticket workflows within the assigned unit or shift team.<br \/>Conduct shift briefings and handover meetings to ensure continuity of service.<br \/>Monitor team workload distribution and assist with ticket balancing across the support unit.<br \/>Provide guidance and support to team members handling complex incidents.<br \/>Monitor ticket quality, resolution accuracy, and documentation standards across the unit.<br \/>Conduct quality checks on resolved tickets to ensure compliance with SOPs and SLA requirements.<br \/>Track unit SLA compliance across all priority levels P1\u2013P4 and report on performance indicators, including First Contact Resolution FCR, Mean Time to Resolution MTTR, and escalation rates.<br \/>Take the lead on P1 critical and high-impact P2 incidents by coordinating multi-team response and validating resolutions before closure.<br \/>Participate in post-incident reviews and lessons-learned sessions for major incidents.<br \/>Serve as the primary liaison between the support unit and the Service Delivery Manager, providing shift status updates and performance reports.<br \/>Review knowledge base articles developed by team members and support the development and maintenance of Standard Operating Procedures SOPs.<br \/>Champion continuous improvement of support processes and facilitate knowledge sharing within the support unit.<br \/>Participate in the on-call rotation for after-hours P1 incident support.<br \/>Ensure team adherence to information security, data protection, and confidentiality policies.<br \/>What we&#8217;re looking for<br \/>Minimum of 2\u20133 years of experience in IT service desk, application support, technical support, or healthcare technology support environments.<br \/>At least 1 year of hands-on experience providing Level 2 support, handling escalated incidents, troubleshooting functional and operational issues, and coordinating with Level 1 and Level 3 teams.<br \/>Experience working in an SLA-driven service desk environment with exposure to incident management, ticket prioritization, escalation, and resolution tracking.<br \/>Demonstrated experience supporting enterprise applications, healthcare information systems, or digital health platforms.<br \/>Experience conducting root cause analysis, resolving complex incidents, and maintaining detailed troubleshooting and resolution documentation.<br \/>Experience handling P1\/P2 incidents and coordinating multi-team responses is an advantage.<br \/>Demonstrated consistent performance against agreed Key Performance Indicators KPIs during the period of service.<br \/>Bachelor\u2019s degree in Information Technology, Computer Science, Health Informatics, or a related field.<br \/>Hands-on working knowledge of Apeiro platforms, including Provider Portal, SHA ERP, eClaims, and related systems.<br \/>Familiarity with HMIS systems L5\/L6, Practice 360, and Konvergenz ecosystem workflows.<br \/>Understanding of the TaifaCare support hierarchy L0\u2013L4 and established escalation pathways.<br \/>Proficiency in the CRM and ticketing systems used within the National Service Desk.<br \/>Strong root cause analysis and structured troubleshooting skills.<br \/>Demonstrated ability to guide, mentor, and support peers within a team environment.<br \/>Strong written and verbal communication skills, with the ability to engage effectively with both technical and non-technical audiences.<br \/>Proven reliability in SLA-driven environments, with a high level of personal accountability and ownership.<br \/>Ability to remain calm, decisive, and effective under pressure, particularly when managing P1 and P2 incidents.<br \/>Strong commitment to accurate documentation, knowledge sharing, and continuous improvement.<\/p>\n<h3>How to Apply<\/h3>\n<p>Please submit your CV and cover letter to Kenya.Careers@apeiro.digital . Applications will be reviewed on a rolling basis.<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"https:\/\/t.me\/MyJobMagKEBot?start=c39\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: MyJobMag<\/small><\/p>\n<p><!-- job-expiry: 2026-08-27 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: Apeiro Kenya Location: Nairobi Job Type: Full Time Apply Before: 2026-08-27 Job Description About the roleThis is an internal opportunity open exclusively to current Apeiro L2 National Service Desk Agents. The Service Centre Unit Lead is a senior operational role that builds on the Agent position \u2014 you will continue to handle incidents and [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1408,1409],"tags":[2897,1425,1413,1412],"class_list":["post-107911","post","type-post","status-publish","format-standard","hentry","category-jobs","category-nairobi","tag-apeiro-kenya","tag-full-time","tag-job-listing","tag-myjobmag"],"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/107911","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/comments?post=107911"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/107911\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=107911"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=107911"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=107911"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}